Operations Manager – Customer Success

Location: Sydney or Melbourne preferred
Type: Full-time | Hybrid | Equity Available

About Everlab

Everlab is pioneering the next era of healthcare—one that prevents unexpected, undetected conditions from limiting our lives.

Our founding team ranges from the preventative health specialist who founded Australia’s first full-body MRI clinic, to serial entrepreneurs with $500M+ in exits and experience scaling unicorns.

We’re tackling high-impact healthcare challenges that have yet to be solved. If you're excited by a mission that’s not easy and want to work with exceptional people on meaningful challenges, Everlab could be for you.

The Role

We're seeking an experienced Operations Manager – Customer Success to build and scale our member success function. You’ll manage and grow a high-performing onshore team (currently 8 and growing), implement scalable systems, and ensure an exceptional end-to-end member experience.

You will be responsible for designing and owning the operational infrastructure behind our support and onboarding experience—creating the systems, metrics, and people practices that allow us to deliver seamless, empathetic, and data-backed support at scale.

This is an ideal role for someone who has built (or rebuilt) a customer experience or success function before, potentially in a BPO or startup environment, and is looking to do it again in a high-growth company with a mission that matters.

What You’ll Be Doing

• Own and lead the customer success operations function, including support, onboarding, member retention, and satisfaction

• Build and manage a growing onshore team—hiring, coaching, and mentoring to high performance and accountability

• Design and implement scalable processes, SOPs, and tooling (e.g., Zendesk, Intercom, CRM integrations) to ensure consistency and efficiency

• Establish and monitor key performance metrics across CSAT, NPS, resolution time, ticket volumes, churn, and retention

• Drive continuous improvement using feedback loops, QA audits, and voice-of-customer programs to identify friction and improve the customer journey

• Collaborate with cross-functional teams (product, clinical, engineering) to improve tools, address member pain points, and ensure alignment across the experience

• Support and scale partner/BPO relationships as needed, holding them accountable to SLAs and performance standards

• Lead the rollout of new systems and special projects, such as CS tooling, proactive outreach, or automation initiatives

What You’ll Bring

• 5+ years experience in operations, customer success, CX or BPO management in a fast-paced environment (startup, scaleup, or high-growth org)

• Team leadership experience – You’ve led, scaled, and motivated customer-facing teams to exceed their targets

• Built from scratch – You've previously built a CX or success function, implemented tools, and created processes from the ground up

• Data-driven mindset – You live and breathe CSAT, NPS, and operational KPIs. You use data to influence decision-making and proactively improve outcomes

• Obsessive about experience – You have extremely high standards for member experience and a keen eye for process quality

• Relentlessly resourceful – You find a way. Whether troubleshooting a system issue or rallying the team around a new goal, you get things done

Why Join Everlab

• Join a mission-led, VC-backed healthtech company at an inflection point

• Work directly with experienced founders and have real ownership of your function

• Be part of a supportive, high-performing team

• Market-aligned salary + super + equity

• Full Everlab membership for you (and discounted for family)

How to Apply

Send your CV and a brief intro to hi@everlab.health
We’re hiring now.